Smart meters are working but not communicating with OVO - why?

When readings are taken and submitted monthly, it sounds as if Caitlin is keeping a close eye on her gas usage. Between the end of July and early September 2024, she measured 35 units consumption. It seems very unlikely that in the same period 2025, usage was less than 1 unit. The only confusion I can envisage is that the submitted readings are in fact kWh estimates displayed by the meter for convenience instead of the m³ readings, but that doesn’t explain the numbers either:
  

  
​@caitlin12345 Would you like to share some pictures to give us a better idea of what we’re dealing with?

• A photo of the meter, taken after pressing a button to light up the screen and clear enough for the display and all the markings on the meter to be legible;
• B screenshot of your latest bill showing the readings it’s based on and the balance. It would be helpful if we could see the meter serial number as well, just so we can compare it with the one on the meter itself. Please be sure to obscure any personal information you’re not happy about sharing publicly.

I suppose that the other question has to be why are there suddenly those 2 identical smart readings 35 days apart, when there haven’t been any other smart readings for at least a year?

Personally I’d be questioning those 2 smart readings.

There’s a sequence of steadily increasing manual readings as you would expect, and then an unexpected jump backwards (by a years usage, is that a coincdence?*) to those 2 smart readings both of 674.

It looks to me like some kind of glitch, either with the meter itself, at DCC, or at OVO?
*It almost looks as if a smart reading has been sent, or applied, a year later than it should have been.

Those ‘phantom’ 674 smart readings have then caused the ‘live billing’ calculation to be incorrect once a new, higher, manual reading was sent, resulting in the debit balance - of course it doesn’t appear to be a real usage so not a real balance.

Hey ​@caitlin12345 

I’m sorry to hear about this, though I’m glad a few of our fantastic users have already stopped by with some advice and questions.

It definitely does look like something isn’t quite right, if you’ve not already done so, I’d definitely recommend getting in touch with the Support Team so they can take a look into it from there side, we don’t have access to accounts here at the Forum to do so.

There could be a number of reasons for what’s going on here, and from what you’ve given us so far it’s hard to tell what the issue might be at this moment. 

I agree with Nukecad here, those smart meter readings seem to be the odd ones out and likely the issue but where they’re coming from might be the question for the team.

Do keep us updated with how you get on with them.

Hi. Hopefully I can get some advice from here. We moved into a new home (rented property) 3 months ago. Told we will be with Ovo and have been unable to change supplier because of the type of meter installed. I've had conversations with Ovo customer service (not great) and got nowhere. The meters don't send readings and were constantly getting changes in bills through the month. One day it was £41 in credit then its £117 in debt the next day. We send readings every month so far, and every time im told were using alot less than expected. Also been told we cant get a smart meter on out account. Also the meter readings never change, its constantly been the same number since we moved in. Tia 

I think we will need a bit more information before anyone here can help.

Often the most helpful is if you can post some photos of the meter, we can usually tell a lot from those.
A close up of the meter itself, (with the display lit up and  clearly visible if possible), and then one wider out showing any other equipment around it on the board,

Has anyone said just why the meter type is preventing a change of supplier, or just why the meter cannot be changed to a smart meter?

Are you perhaps in the North of Scotland?
Could you give the first two letters of your postcode so someone can check if you may be in a Load Managed Area.

What tarriff are you currently on?

And sorry but this is just confusing:

We send readings every month so far, and every time im told were using alot less than expected. Also been told we cant get a smart meter on out account. Also the meter readings never change, its constantly been the same number since we moved in.

Are you saying that you are sending in the same number each month?

A warm welcome to the Forum ​@CarlyLou, and thanks for your post.

We’ll await your answers to ​@Nukecad’s helpful questions. Once we have these answers we’ll be able to help you. Please could you also let us know who told you you’d not be able to switch suppliers, and who’s telling you you’re using less than expected?

Many thanks - we look forward to hearing back from you, and helping you get to the bottom of all this.